Return and Refund Policy

At Furfectly Yours, your satisfaction is important to us. We want you and your pets to love every purchase! This Return & Refund Policy explains how to return products, what items are eligible for return, and how refunds are processed.

Please read this policy carefully before making a purchase. By placing an order, you agree to these terms.

1.1 Our Commitment

We stand behind the quality of our products. If you're not satisfied with your purchase, we'll work with you to make it right within the guidelines of this policy.

2.1 Items That CAN Be Returned

To be eligible for a return, items must meet ALL of the following requirements:

2.2 Items That CANNOT Be Returned

2.3 Exceptions for Defective or Incorrect Items

The following situations qualify for returns even if normally non-returnable:

• Defective products: Manufacturing defects, damage, or items that don't work as intended
• Wrong items: You received a different product than what you ordered
• Damaged in shipping: Items arrived damaged due to shipping issues
• Missing parts: Items missing essential components

In these cases, we'll provide a prepaid return label and full refund or replacement at no cost to you.

3.1 Step-by-Step Return Process

Step 1: Contact Us First

• Email us at petsupport@furfectlyyours.com
• Subject: "Return Request - Order #[Your Order Number]"
• Within 30 days of delivery

Step 2: Provide Required Information

• Order number
• Item(s) you wish to return
• Reason for return
• Photos (if item is defective or damaged)

Step 3: Wait for Return Authorization

• We'll review your request within 1-2 business days
• If approved, you'll receive a Return Authorization Number (RMA)
• Instructions for shipping the item back
• Return address

Step 4: Pack and Ship Your Return

• Pack items securely in original packaging if possible
• Include your RMA number inside the package
• Write RMA number on outside of box
• Ship to the return address provided
• Use a trackable shipping method
• Keep your tracking number

Step 5: Wait for Inspection & Refund

• Allow 7-14 days for return to reach us (depending on location)
• We inspect returns within 3-5 business days of receipt
• Refund processed within 5-10 business days after approval
• You'll receive email confirmation when refund is issued

4.1 Who Pays for Return Shipping?

4.2 Customer-Paid Return Shipping Guidelines

If you're responsible for return shipping costs:

• Use any carrier you prefer (USPS, UPS, FedEx, etc.)
• We strongly recommend using tracking - we're not responsible for returns lost in transit
• Expect to pay $8-$25 depending on package weight and destination
• You may reuse original packaging to save costs
• International returns may cost significantly more

4.3 International Return Shipping

For international returns:

• Customer is responsible for all return shipping costs (unless item is defective/wrong)
• International return shipping can be expensive ($30-$100+)
• You're responsible for any customs fees or duties on returns
• Returns may take 3-6 weeks to reach us
• We recommend purchasing tracking and insurance for high-value returns

5.1 What Gets Refunded

Standard Returns (Changed Mind):

• ✓ Product price refunded
• ✗ Original shipping NOT refunded
• ✗ Return shipping cost NOT refunded

Defective/Wrong Item Returns:

• ✓ Product price refunded
• ✓ Original shipping refunded
• ✓ Return shipping covered by us (prepaid label)

5.2 Refund Timeline

From the time you ship your return:

1. Transit time: 7-14 days (US), 14-30 days (International)
2. Inspection: 3-5 business days after we receive the return
3. Refund processing: 5-10 business days to your original payment method
4. Bank processing: Additional 3-5 business days for credit to appear

Total timeline: Expect 2-4 weeks (US) or 3-6 weeks (International) from when you ship the return until money appears in your account.

5.3 How Refunds Are Issued

• Refunds are issued to the original payment method only
• Credit/debit cards: Refund appears on your statement within 5-10 business days
• PayPal: Refund appears in your PayPal account within 3-5 business days
• Other payment methods: Timing varies by provider

5.4 Partial Refunds

A partial refund may be issued if:

• Item is returned with missing parts or accessories
• Item shows signs of use, wear, or damage not caused by shipping
• Original packaging is damaged or missing
• Tags or labels have been removed
• Item is returned more than 30 days after delivery

Partial refund amount is determined on a case-by-case basis (typically 50-80% of product price).

5.5 Refund Rejections

We may reject a refund and return the item to you if:

• Item was opened/used (when health & safety prohibits returns)
• Item is significantly damaged by customer
• Return is received more than 60 days after delivery
• No RMA number was obtained
• Item is non-returnable per section 2.2

You'll be notified via email with photos if your return is rejected. You may request the item be returned to you (you pay return shipping).

5.6 Restocking Fee

A 15% restocking fee may be applied to returns that:

• Are large, bulky items (over 40 lbs)
• Were returned due to customer error (ordered wrong size, color, etc.)
• Have damaged packaging but product is intact
• Are being returned for the second time

Restocking fees will be deducted from your refund amount.

6.1 Exchange Policy

At this time, we do not offer direct exchanges. If you need a different size, color, or product:

Option 1: Return & Reorder (Recommended)

1. Return your original item following our return process
2. Place a new order for the item you want
3. This ensures fastest delivery of your new item

Option 2: Wait for Refund

1. Return your original item
2. Wait for refund to process (2-4 weeks)
3. Place new order with refunded amount

6.2 Defective Item Exchanges

For defective items, we'll work with you to:

• Send a replacement if item is in stock (fastest option)
• Process a full refund if replacement unavailable
• Provide prepaid return label for defective item

7.1 Reporting Damage or Defects

If your item arrives damaged or is defective:

Within 48 Hours of Delivery:

• Take clear photos of:
  • Product damage or defect
  • Original packaging (if damaged)
  • Shipping box exterior (if damaged)
  • All angles of the issue
• Email petsupport@furfectlyyours.com
• Subject: "Damaged/Defective Item - Order #[Order Number]"
• Include order number, photos, and detailed description

7.2 Resolution Options

For damaged or defective items, we offer:

• Full Refund: Keep or dispose of defective item (no return required for low-value items)
• Replacement: We'll send a new item at no cost (if available)
• Partial Refund: If you want to keep slightly damaged item (negotiable)

7.3 What Qualifies as Defective?

• Product doesn't function as described
• Manufacturing defects or flaws
• Missing essential parts or components
• Significantly different from product description
• Safety issues or hazards

7.4 What Is NOT Considered Defective?

• Minor cosmetic imperfections that don't affect function
• Color variations from photos (screens display colors differently)
• Slight size variations within industry standards
• Damage caused by misuse or improper use
• Normal wear and tear after use

8.1 Received Wrong Item

If you received an item that's different from what you ordered:

1. Contact us within 7 days of delivery
2. Provide order number and photos of item received
3. We'll send the correct item at no cost
4. We'll provide prepaid label to return wrong item (or you may keep it in some cases)

8.2 Missing Items from Order

If items are missing from your order:

1. Check if order shipped in multiple packages (check your email for multiple tracking numbers)
2. Wait 3 business days - sometimes packages arrive separately
3. If still missing after 3 days, contact us
4. We'll investigate and send missing items or issue refund

9.1 Refused Deliveries

If you refuse delivery of your order:

• Package will be returned to sender
• Refund issued: Product price minus shipping costs and 15% restocking fee
• Refund processed once we receive the returned package
• May take 3-4 weeks for package to return to us

9.2 Undeliverable Due to Address Error

If package is returned due to incorrect address provided by customer:

• No refund unless you return the item yourself once you receive it
• Reshipping requires new shipping payment
• Original order will be refunded minus shipping and 15% restocking fee

10.1 Before Order Ships

To cancel your order before it ships:

• Email petsupport@furfectlyyours.com immediately
• Subject: "URGENT Cancellation - Order #[Order Number]"
• Include order number and cancellation request
• Time-sensitive: Orders typically ship within 1-3 days

If successfully cancelled:

• Full refund issued to original payment method
• Refund processed within 3-5 business days

10.2 After Order Ships

Once your order has shipped, it cannot be cancelled. You have two options:

• Option 1: Refuse delivery when package arrives (return shipping fees and 15% restocking fee apply)
• Option 2: Accept delivery and return per our standard return policy

11.1 Warranty Claims

Some products come with manufacturer warranties:

• Warranty terms vary by product and manufacturer
• For warranty service, contact the manufacturer directly
• We can assist with warranty claims but are not responsible for manufacturer policies
• Keep your order confirmation as proof of purchase

11.2 Promotional Items & Free Gifts

• If you received a free gift with purchase, it must be returned with the product for full refund
• If free gift is missing, we may deduct its value from your refund
• Promotional items are typically non-returnable on their own

11.3 Final Sale Items

• Items marked "Final Sale" or "Clearance" at time of purchase are non-returnable
• This will be clearly indicated on product page and at checkout
• Exception: Defective final sale items can still be returned for refund/replacement

11.4 Subscription Orders

If you have a subscription:

• Individual subscription shipments can be returned following this policy
• To cancel future shipments, log into your account or contact us
• Refunds for subscription orders follow same timeline as regular orders

12.1 International Return Process

Same as domestic returns, but note:

• Include customs forms indicating "Return of Goods"
• Declare value as original purchase price
• Use tracked international shipping method
• Keep all customs documentation

12.2 Cost-Saving Options for International Customers

To avoid expensive return shipping:

• For minor defects: Request partial refund (you keep item)
• For wrong items: We may let you keep the item and still send correct one
• For low-value items: We may issue refund without requiring return

Contact us to discuss options before shipping expensive international returns.

We may update this Return & Refund Policy at any time. Changes will be posted on this page with a new "Last Updated" date. Material changes may be announced via email or web